Summary:

We are currently seeking a highly skilled customer service engineer with the drive and determination to help us support our client base. This position reports to our Vice President, Operations. We are looking for an individual who is a problem-solver and has a proven track record of working within a team environment to successfully address challenging user computing issues, and is accustomed to leveraging technical training opportunities to improve their skills. If you have the experience and the desire, we’d like to talk to you.

Our service desk engineers are responsible for maintaining user uptime and improving their computing experiences through effective remote monitoring, maintenance and problem identification and resolution activities, as well as growing and developing the organizations’ perception with existing customers through exceptional customer service. Candidates must be energetic and focused with a strong motivation to learn new technologies and management and maintenance processes. This position requires dedication, persistence, follow-up, effective utilization of provided resources and unbeatable customer service.

This position will include identifying user problems and working within a structured problem management and resolution process to remediate them within established SLAs, and involves working with other resources and vendors to deliver effective support services. Responsibilities include identifying, documenting and troubleshooting user computing issues to resolution and maintaining customer satisfaction.

Job duties include utilizing our remote monitoring and management (RMM) and professional services automation (PSA) solutions, along with other service-specific tools and technologies, to deliver remote user support services and update service request information, answer technical support calls, assign ticket severity, prioritize work accordingly and collaborate and work with other staff and vendor support resources to resolve issues. Overall relationship management and the ability to coordinate required resources to respond to complex IT requirements are desired.

Other requirements include participating in ongoing training and attainment of manufacturer certifications, developing and maintaining relationships with user and vendor contacts and preparing and presenting service and monitoring reports to management regularly.

Minimum Skills Required:

Minimum three years service desk experienceMicrosoft Certified Professional statusExcellent knowledge of our supported software and technologiesStrong interpersonal skills required to effectively communicate with users and vendorsPassion for teamwork, continuing education, problem solving and exceptional customer serviceMust be well spoken, outgoing, organized, detailed-orientated, dependable and flexibleExperience with Dell, Checkpoint and Citrix technologies a plusValid driver’s license and proof of insuranceBackground check and drug screen requiredReliable transportation

This Position Entails:

Troubleshooting user problems over the phone and with remote control technologiesAccurate documentation of all activities conductedThe ability to manage, maintain, troubleshoot and support our users’ networks, equipment, software and servicesThe ability to learn quickly and adapt to changing requirements

ABOUT OUR COMPANY

Prototype:IT is one of the largest privately owned IT companies in the Dallas-Ft. Worth Metroplex, serving clients locally and throughout the country. With U.S. based support, we continue to provide the right solutions from traditional support to cloud services.